help desk optimization summary
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Optimizing Your Help Desk:Summary Document
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Help Desk Maturity
Reactive
Controlled
Proactive
Optimize
Chaos
This report will assist you in the optimization of your help desk by:
1. Identifying improvements that increase end user satisfaction and perception.
2. Demonstrating how to simplify the help desk and improve efficiency metrics.
3. Reducing the help desk annual cost and tickets per user.
What type of help desk is optimal for your organization?
To optimize your help desk, you should understandboth your current and your optimal state in the helpdesk maturity model.
As you approach your optimal state, costs per userdecrease while performance metrics and end userfeedback increase.
Executive Summary
Help Desk Maturity
Reactive
Controlled
Proactive
Optimize
Chaos
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Average Measurable Savings
Automated Password Reset 25% of tickets
Power Users 20% of tickets
End User Training 10% of tickets
ITIL 10% total cost of ownership
End User Self Help 8% of cost
Remote Desktop Assistant 25% productivity
Knowledge Management 25% tier 1 resolution
Asset Management 10% productivity
There is always room for cost savings
Executive Summary
Most companies miss out on valuable cost saving opportunities.
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What is help desk success?
Defining your help desk and success
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Success of the help desk is defined by two inputs
SUCCESS:
Alignment of ITservices with
business
requirements
End User Satisfaction
Help Desk Efficiency
+
A successful help desk delivers its services in a timely and cost effective manner using the right
people, processes, and technology.
Help Desk Success
Please see full report fordetails on measuring success
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How mature is your help desk?
Understanding the Maturity Model
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Explaining the Help Desk Maturity continuum
To understand your help desk you need to understand it in terms of Help Desk Maturity. Help DeskMaturity is based on effective use of people, processes and tools.
Although the measure of Help Desk Maturity is truly a continuum, we have identified five discrete levels byaggregating common elements that occur around each level.
Chaos Reactive Controlled Proactive Optimized
End Feedback
IT Ef fic iency
Enduse
rFeedb
ack
ITEfficiency
Help Desk Maturity
Maturity Distribution of Respondents
1. Chaos5. Optimized
4. Proactive
3. Controlled
2. Reactive42%
3%7%
22%
26%
Please see full report fordetails behind the MaturityModel
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Identifying the levels of maturity
13% 23%
33%
31%
This table maps Help Desk Maturity to the equivalent level in the Capability Maturity Model Integration(CMMI). CMMI can be used to measure maturity of IT process. Process is only one aspect of our HelpDesk Maturity model (people, processes and tools).
Help Desk Maturity Levels CMMI Levels
1. Chaos No formal help desk. IT problems aredealt with on an ad-hoc basis.
Level 1: Process has few, if any, formal definitionsand performed on an ad-hoc basis.
2. Reactive Help desk staff and tools are identified,process is defined for tracking andescalating incidents.
Level 2: Process is defined, executed andrepeatable.
3. Controlled Help desk processes are clearly defined.Tools are introduced for basic self serviceand knowledge management.
Level 3: Processes objectives are aligned withbusiness goals and are defined with greater detail.Process results are qualitatively predictable.
4. Proactive Help desk performance expectations are
quantitatively set and measured against.Additional tools and processes areintroduced to alleviate help desk calls.
Level 4: Quantitative goals are clearly set and
measured. Process results are quantitativelypredictable.
5. Optimized Frameworks are introduced to optimizehelp desk costs, metrics and end usersatisfaction.
Level 5: There is a focus on continually improvingprocess performance. Common causes of processperformance variation are identified and addressed.
Help Desk Maturity Levels
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Where do you fit in the Maturity
Model?Identifying the appropriate maturity level for
your organization
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Maturity level recommendations level off as company size increases. Small organizations may have
an optimized help desk at the lowest maturity levels.
Factors influencing appropriate maturity level
The recommended attributes for each maturity level are determined from a cost-benefit analysis.Organizations whose recommended maturity state is below the Optimized level, could achieve a higherlevel but typically, in doing so, the costs will outweigh the benefits.
The recommendations for each maturity level are based on a combination of the factors below.
Size
IT Complexity
1. Simple
2. Midrange
3. Complex
User IT Knowledge
Help Desk Maturity Characteristics
Please see full report fordetails on determining yourfit.
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What Should You do to Optimize?Creating the Plan
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Moving along the 5 stages of Help Desk Maturity
Level 1: ChaosLevel 2:Reactive
Level 3:Controlled
Level 4:Proactive
Level 5:Optimized
Once you have assessed your fit with a particular Help Desk Maturity Level, use the followingrecommendations to move along the continuum.
Help Desk Maturity Levels
For more specific guidanceon assessing yourappropriate maturity level,please see Help DeskOptimization Tool
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The three inputs that enable help desk success
Be sure to highlight cost savings in your business case for a help desk facelift. If you have
difficulties gaining buy-in, management is more likely to listen when an opportunity for significant
savings exists.
This section outlines how thekey inputs to the help desk People, Process, andTechnology can bemodified to improve theefficiency of your help deskand increase end user
satisfaction. Please note that not all
organizations fit theOptimized level. Based onyour fit, another level may beyour long-term goal.
Help Desk Maturity Levels
Please see full report forimplementation recommendationsfor each level
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Case Studies
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Case Study Controlled Help Desk
Case Studies
DoubledTier 1
Resolution Rate
We shut the help deskdown for 1 hour every
Friday and it's reserved
for my hands on staff
meeting. We reserve 30
minutes for training, and
we also bring in guest
speakers from the
business, because it'sgood to hear what their
issues are and what they
do. As a result, over
time, our tier 1
resolution rate has
doubled.
CompanyProfile
Industry Education
Number of Employees 5600
Number of IT Employees 250
KeyInitiatives
Improvements InitiativesSuccessful
Staff training
Knowledge management
Power usersAdvanced reporting
ITIL (incident management only)
Key Improvements GoingForward
Full ITIL integration
End user self help
Service level agreement
Help DeskMetrics
Number of Users Supported 5600
# of Dedicated HD Staff 11
Cost as % of IT Budget 3.5%
Total Annual Cost/User $274.00
Total Annual Tickets/User 6.0
% of High Touch Users 5%